My dojhang has been recently stamped with a – what is supposed to inspire glee and hope sign, “UNDER NEW MANAGEMENT”. We’ve all experienced it – either within our own work environments due to mergers or acquisitions or in our communities. Typically it happens to a restaurant or bar that has been closed for a while and then, just like that – it pops back on the scene promising better food, ambience, hipper music. And, when that’s the case everyone’s the winner.
What happens when the business is an on-going entity with a subscribed set of consumers? How do you manage the transition to the new management without alienating your existing customer base – without stamping out the ‘culture’ so to speak? I do think the key word here is TRANSITION the concept of passage from one state, stage, subject, or place to another ….rather than the abrupt, no room for dialogue, Alice in Wonderland ‘Off with His Head’ type moment.
At the risk of falling into the ‘everyone’s a critic’ camp, I can certainly give you a fat list of what NOT to do. So, I’ll try – really, I will – to stay on track and stick to what should be done.
When managing the changeover, which may include – feature enhancements, price adjustments, rules of engagement alterations, employment modifications it is best to lead with what will be received well. If your promise is a better new widget then prove it. I may suggest to you that major price increases with absolutely no real change – but just a ‘promise’ for change – and an unclear promise at that, is a BAD idea. It builds resentment and mistrust, even amongst the most patient and loyal.
If your organization depends on the geography model, meaning your customers must be local to consume your goods and services then ignoring that communities’ ‘corporate culture’ is another grave error. While you may have standard operating procedures and a brand that works really well in your corporate headquarters they may not translate to outside of that location. Let’s face it, a hot new bar by the name of G-Spot or ManHole may inspire long lines in San Fran or Key West but would sit lonely and empty in ConservativeTown, USA.
As we all know change, no matter how it’s presented, can be stressful – the fear of the unknown, the break in routine, the adjustments to a new product or service. And while it is inevitable and can only be classified as ‘change’ for a short period of time before becoming the new ‘norm’, I do believe there are ‘better’ choices to be made when it comes to gaining customer acceptance and continued loyalty.
Managing to deliver yet another week of MarketingSmack www.marketingsmack.wordpress.com or visit us at www.summitstrategypartners.com.